Overview of common case fields
The standard case data model has many out-of-the-box fields and sub-objects that help track and resolve customer issues. You can extend the case data model for every type of case.
Case milestones
A milestone (sometimes called a status), represents the major step in the resolution of a Case. Every Case Type can have it's own set of milestones, although they are often similiar to other Case Types.
A default installation of ServiceJourney has the same set of milestones for Requests, Enquires and Complaints.
| Milestone | Description |
|---|---|
| New | When a case requires any action from an agent, it is marked as New; which means every new case is marked New by default. |
| In Process | Cases that are currently being worked on are in this milestone |
| CC Resolution | Cases that are being routed or worked on in the Contact Center are automatically placed in the CC Resolution milestone. |
| Back Office | Agents move the case to the Back Office milestone when work needs to be completed by other departments in the organization. |
| Closed | Once an agent has provided a solution and have answered all questions, that case is marked as Closed. |
Case owner
Every case has an owner; a user or shared workbasket that is responsible for resolving the issue. Cases assigned to a user or a team they belong to appear in their Case Inbox page.
SLA
Every Case can have a Goal SLA and a Deadline SLA. These help agents prioritize work in inboxes.